Support Team Lead

Support Team Lead - Remote (Shared Service Center)

We’re on the lookout for an experienced Team Lead to join our Shared Service Center and lead a team of Support Associates delivering exceptional service across multiple Wolt markets worldwide. If you’re energized by developing people, driving performance, and creating a positive team culture in a fast-paced environment, we’d love to hear from you.

What you’ll be doing

As a Team Lead in our Shared Service Center, your key responsibility is to lead, coach, and support a team of Support Associates so that our customers, couriers, and merchants get an excellent experience and the help they need within the expected timeframes. You’ll balance people leadership with operational delivery, acting as both a mentor and a driver of quality and performance.

We’re looking for a leader who values a stable and pleasant work environment just as much as continuous learning, coaching, and raising the bar on customer service in a demanding, always-on setting.

Day-to-day in this role, you’ll:

• Lead, coach, and motivate a team of Support Associates, holding regular 1:1s and giving continuous feedback
• Own your team’s performance against quality, productivity, and customer satisfaction targets
• Act as a mentor throughout onboarding and beyond, supporting each associate’s growth and career development
• Owning performance management
• Analyse the data and drive concrete improvements
• Monitor staffing and shift coverage to keep service levels on track across markets
• Handle complex escalations, operational issues, and time-sensitive cases, stepping in when your team needs support
• Identify recurring issues and process gaps, and drive improvements together with cross-functional stakeholders
• Ensure your team follows internal processes, company policies, playbooks, refund policies, and escalation paths
• Keep your team informed and up to date on new processes, market changes, training materials, and internal updates
• Contribute to a friendly, inclusive, and high-performing team culture

Your profile

• Previous experience leading or coaching a team, ideally in customer support, contact center
• Excellent communication skills, plenty of patience, and the ability to give clear, constructive feedback
• Strong people-first mindset, empathy, kindness, and persistence in finding the best solution for everyone involved
• Great attention to detail, strong organizational skills, and the ability to prioritize under pressure
• You’re comfortable making fast decisions in challenging moments and staying calm in stressful situations
• You’re data-aware and can use performance metrics to coach your team and improve results
• You understand the importance of a great customer experience and set the standard for your team
• You’re fluent in English (C1 or higher)
• You have at least a high school diploma
• You’re willing to work in shifts sometimes
• You’re comfortable with new apps and systems, and adapt quickly to change

What’s in it for you

• Fully remote work
• 5-day work week
• At least 25 days of paid vacation, with a possibility for additional paid days off
• Private Health Insurance
• 15% cashback on your Wolt orders
• Access to the FitPass program
• 2-week structured onboarding program
• Structured mentoring from our Support Managers
• Training sessions, workshops, and learning opportunities to enhance your skills
• A clear career development path, your growth as a Team Lead is our priority! With our support, you’ll have opportunities to grow and build your career within the company
• Wolt-wide training programs
• Employee Assistance Program for you and your immediate family
• A friendly, tolerant, and inclusive work environment
• All necessary equipment for your work (laptop, monitor, headset)

Working hours

Wolt Customer Support operates 7 days a week, 365 days a year, 24/7.
You’ll need to be able to work in morning, afternoon or night shifts, including weekends and holidays, depending on business and organizational needs.

Technical requirements:

• A strong and reliable internet connection and a suitable remote working environment without distractions
• This is a fully remote position, but all work must be performed from Serbia only
• Candidates must also be available to fully participate in the training and onboarding process, and occasional work travel 

We review applications continuously, so don’t wait! Apply as soon as possible, and we’ll get back to you shortly.